Yellow.AI has around 60% of its customers residing in India and boasting of brands such as Mi, Food Panda, Tata Motors, Bajaj Finserv, Byju’s, Adani Capital, Sephora, Renault, Siemens, among many others, many others have helped their customers face to face. Have seen the jump. The disruption that was brought on by the pandemic.
Ravinutala said, “Before the start of the pandemic, we had around 100 customers. In the last 18 months, we have seen customers increase from 100 to 900.” “Our technology almost became an essential solution during the pandemic. There was a sudden gap in distribution, as physical stores weren’t available and brands needed quick ways to connect with their customers.”
He further added that WhatsApp emerged as one of the major mediums where the company can engage and enable commerce in a matter of days. In addition, he said that as soon as the staff went home, there were a lot of questions around the transition.
“Companies were able to successfully deliver business continuity by enabling automation in terms of addressing the employee base, even with very low support loads. So there are actually two virtual assistants inside the offices of these enterprises. So these have been phenomenal drivers and it’s been a great tailwind for the region as a whole, and in particular for us as a company,” Ravinutala explained.
He said it has invested about $25 million in developing the platform and will continue to make similar investments to develop multilingual capabilities, voice capabilities and research and development on natural language processing and creative analysis.
Yellow.ai is looking to enable transactions with its B2B customers, wherein they can place orders on WhatsApp, as well as expand the range of engagement with WhatsApp for voice telephony.
“So users can place orders by calling a telephone line, and instead of having human agents answering and taking orders, it’s a virtual assistant that can take orders and provide feedback to their end customers. That’s why we discuss and it is still in development,” he said.
Bharat Petroleum Corporation Limited (BPCL) is one of the customers of the company. BPCL has recently implemented an AI-based customer service solution called Urja, which is enabled by Yellow.AI, raising its All-round Customer Experience (CX) standards by enhancing its Conversational CX platform for better, faster and effective customer engagement. to raise.
The company said the Human+ AI platform effectively automates 80% of queries across channels and languages, with 99% accuracy. Handling queries for more than 4 million unique users as of January 2021, Energy can converse in 13 languages, eliminating customer service barriers associated with time, language and geographic coverage.
“We have a domestic LPG customer base of over 18 million customers across the country. These are being served by over 6000 distributors, we have an average footfall of around 10 million transactions across 20,000 petrol pumps, we are around 12 Rahul Tandon, Head of Digital Transformation (Project Anubhav) at BPCL, told ET, “B2B customers across industries for their fuel, lubricants and gas needs.”
Tandon explained that these customers come from different levels of demographics, economic levels and digital awareness and hence it was important to create a solution that would be able to cater to all their customers across business lines on a single platform, while also providing personalized Being able to personally personalize the experience for them.
“ Thus came the Indian Oil & Gas Industry’s first AI, Natural Language Processing (NLP) chatbot solution, marking BCPL’s foray into conversational marketing. Energy is highly scalable and can be customized to meet the needs of users across different geographies, languages, demographics. Considering the complexities and diversity of BPCL’s businesses and customers, multilingual capabilities and 24/7 availability of energy is enabling BPCL to improve the ease with which Customers connect with the company,” he said.
In the lubricants and industrial and commercial businesses, the AI chatbot supports energy cross-selling and upselling, and can make product recommendations such as engine oil requirements for vehicles, provide product prices, enable B2B lead generation to do and much more.